Returns That
Make Sense.
Making after-purchase support straightforward. Understand eligibility, return steps, refund timing, and where to get help.
The Company Behind Elovuni™
Support After Your Purchase.
At Elovuni™, we want customers to make informed decisions when selecting fireplace accessories, mantel decorations, and cozy home accents. We understand that a product may not always meet your expectations or fit your intended space as anticipated.
This Return & Refund Policy explains the proposed procedure for requesting a return, how eligibility is evaluated, who is generally responsible for shipping costs, and how approved refunds are processed. Please read it together with the relevant product description and other store policies.
Our customer support team can help clarify the steps for an existing purchase. Nothing in this policy is intended to reduce rights or remedies that cannot legally be excluded.
When Can You Request a Return?
Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions described below. Calendar days include weekends and holidays. We recommend contacting customer support during this period rather than sending a parcel back without instructions.
To assist with a prompt review, include the relevant order number and clearly identify the item you wish to return. If you received multiple parcels, specify which delivered item is affected.
Requests involving damaged, defective, incorrect, or materially misdescribed goods will be reviewed in light of the circumstances and applicable consumer protection law; mandatory legal rights are not limited by the standard change-of-mind conditions below.
Keeping the Process Clear.
For an ordinary change-of-mind return, merchandise should generally meet the following conditions so it can be properly reviewed and transported:
- The item is unused and remains in its original condition, without avoidable damage, modification, or signs of use.
- All included components, accessories, and supplied parts are returned together.
- The product is packed securely, using original protective materials where available or suitable alternatives to prevent damage in transit.
- You can provide an order number, purchase confirmation, or another acceptable form of proof of purchase.
- The return request is submitted within the applicable eligibility period.
Some items may need additional consideration due to their condition, product characteristics, or applicable law. Please contact us if you are unsure whether a specific product qualifies.
Please handle potentially sharp, heavy, or heat-exposed accessories carefully. Allow any used fireplace-related product to cool completely before handling or photographing it. Do not send hazardous materials or items containing ash, embers, fuel, or other dangerous residue.
A Simple Step-by-Step Process.
Before shipping anything, contact our support team so we can review your request and provide appropriate return instructions. Sending merchandise to an unconfirmed destination may delay processing.
Contact Customer Support
Email service@elovuni.com with your order number, the relevant product, and a brief explanation of your request.
Provide Supporting Details
If needed, include photographs showing the item, its condition, or any damage. This helps us understand the situation and review available options.
Receive Return Instructions
For an approved return, our team will provide the appropriate return destination, packaging guidance, and any relevant shipping instructions.
Send the Item & Retain Records
Package the item safely and retain shipment receipts or tracking details when available. Provide the tracking reference to customer support if requested.
Inspection & Refund Review
Once the merchandise is received, we review its condition and the approved return details before processing any applicable refund.
Where Should the Item Be Sent?
Please do not return merchandise without first contacting Elovuni™ customer support. The return destination depends on the product and the fulfillment arrangements applicable to your order.
After the request is approved, we will provide an appropriate return address and instructions. Our company's registered business address in Guangzhou is not automatically a returns warehouse and must not be used as a return destination unless we specifically authorize it.
If you are unsure about a label, destination, or required documentation, ask for clarification before dispatching your parcel.
Understanding Shipping Responsibility.
Change-of-Mind Returns
For eligible returns requested because of personal preference, a change of mind, or a product no longer being wanted, customers are generally responsible for return shipping costs. Any relevant shipping instructions will be communicated during the return review.
Damaged, Defective, or Incorrect Goods
If your item arrives damaged, defective, incorrect, or materially different from its description because of a product or fulfillment issue, contact us with supporting details. We will review the circumstances and provide an appropriate remedy without passing additional costs caused by that error to the customer.
Before Paying for Return Shipping
Do not assume a particular carrier or service is required. Please first confirm the designated destination and instructions, and retain relevant proof of shipment when available.
How Refunds Are Processed.
After an approved return has been received and inspected, refunds are generally processed within 5–10 business days. The time needed for funds to appear in your account may be longer due to your bank, payment provider, or original payment method.
When applicable, refunds are normally issued to the original payment method used for the purchase. If a refund cannot be completed through that method, customer support will review an appropriate alternative consistent with applicable requirements.
Any adjustment to the amount refunded, where legally permitted, will be evaluated according to the item's condition, the approved return circumstances, and the applicable return rules. We will communicate relevant details to the customer.
Please keep your order information and any return tracking reference until the matter has been resolved. If your payment provider has not reflected a processed refund, you may also wish to check directly with that provider.
Damaged, Incomplete, or Incorrect?
If a parcel arrives damaged, contains missing components, or includes an incorrect product, please contact us as soon as reasonably possible. Quick reporting can help us review shipment information and identify a suitable solution.
Include your order number, the affected item, a description of the concern, and clear photographs of the packaging, product, labels, or damaged components where appropriate. If the packaging is visibly damaged, it may be useful to retain it while the issue is being reviewed.
Depending on the circumstances, available solutions may include replacement parts, a replacement item, a refund, or another remedy consistent with the order and applicable legal requirements.
Need to Make a Change?
If you need to cancel an order, contact service@elovuni.com promptly and provide your order number. Cancellation requests should be made before fulfillment begins.
A successful cancellation before fulfillment does not incur a cancellation fee. Once processing or shipping is underway, the order may no longer be eligible for cancellation or modification. If the item has already shipped, contact support to discuss the applicable post-delivery return process.
We cannot guarantee that a change or cancellation request can be completed after the order has entered fulfillment.
Your Rights Still Apply.
Nothing in this Return & Refund Policy is intended to restrict or exclude consumer rights and remedies that cannot lawfully be limited in your location. Where applicable law provides stronger protections than the standard guidelines described on this page, those protections continue to apply.
If you have a question about return eligibility, a shipment-related problem, or the status of an approved refund, please contact Elovuni™ Customer Care with your order details. Our team can review the information relevant to your request.
Email: service@elovuni.com
Telephone: +86 137 1557 8485
Store Operator: Guangzhou Huajiasha Decoration Design Co., Ltd.
Comfort at Home.
Clarity After Checkout.
We're here to help you understand the next steps when a purchase needs attention. For return or refund inquiries, email service@elovuni.com with your order details.